From the course: Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts

Apply key service management concepts - ITIL Tutorial

From the course: Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts

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Apply key service management concepts

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- [Instructor] Let's walk through some ideas for how you might apply each of the seven ways to the key concepts of service management. The examples given here are not meant to be exhaustive, they're meant to give you a taste of how to apply each, since you have an idea of how to apply in your own situation. In the first way, enacting and enabling outcomes, you'll want to understand how the organization is doing against objectives for each service and for service management as a practice. Start by identifying the outcomes for each service and practice, and rating each as unknown, good, degraded or broken. In the second way, enlightening and empowering people, you'll want to know what services the organization delivers. Both in the customer view and from the internal technical view. Start by getting a look at customer facing experiences and assets, and for the internal view, technical information on service makeup, including service parts, features and qualities. For the third way, lowering barriers and increasing enablers, you'll want to understand which services and service management practices are underachieving, and what the barriers are. You can do this by listing current barriers for each service and practice that is not achieving desired outcomes. And for the fourth way, improving moments of truth, you'll want to know what the key interactions are for services and service management, and how that's working. The critical first step here is gaining agreement on what the key interactions are, and identifying the setting in which they take place. And for the fifth way, rooting out variation and dependencies, you'll want to understand the variations among customers and users and within services and in service management, including skill variations and technical variations, as significant variations are a key source of overhead and disruption. For the sixth way, lower transaction costs, you'll want to understand what's hard now, and why in the delivery and supportive services. This includes what's hard for consumers, customer and user experience, that's CS and UX, as well as what is hard internally, what's called EX, or employee experience. And finally, for the seventh way, individual team and organizational reflection and action, you'll want for sure to be able to articulate who your services and consumers are in your role as an individual contributor, provider and consumer of services, as well as for your team. Be clear on what you consume and provide.

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